Helpdesk Services Specialist
: Job Details :

NY HELP NoAgency Empire State Development, NYSTitle Helpdesk Services SpecialistOccupational Category Other Professional CareersSalary Grade NSBargaining Unit None listedSalary Range From $60000 to $65000 AnnuallyEmployment Type Full-TimeAppointment Type PermanentJurisdictional Class Non-competitive ClassTravel Percentage 0%Workweek Mon-FriHours Per Week 37.5WorkdayFrom 9 AMTo 5:30 PMFlextime allowed? NoMandatory overtime? NoCompressed workweek allowed? NoTelecommuting allowed? NoCounty AlbanyStreet Address 625 BroadwayCity AlbanyState NYZip Code 12245Minimum Qualifications HS Diploma or equivalent with 5 years' relevant experience. Associates in Computer Science preferred. MCSE Desktop Infrastructure & Windows 10 Certification; and CompTIA A+ & Network Certification required or any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.Minimum 4+ years' customer service experience, including phone support in a fast-paced environment. Strong verbal and written communication; excellent analytical and problem-solving skills; ability to work. independently remotely; a team player; professional telephone etiquette and interpersonal skills are necessary; and strong work ethic and attention to detail.Helpdesk Solution; O365; MS Windows 10+; Mac iOS; MS Office 2016+; Adobe Cloud Suite; Kofax PDF Software; iOS Mobile device Applications & firmware; Web-based video conferencing tools; VDI knowledge a plus. Also, all other ESD supported applications.Duties Description *Applicants MUST submit a cover letter with resume to be considered. This position will require in-office presence.Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation.Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.*BASIC FUNCTION: Provide end users with all hardware and software technical support in a timely and courteous manner. Must also be able to identify, research, and resolve computer problems. Strong troubleshooting skills a must. Should be able to communicate clearly (written & verbal); work well under pressure and capable of prioritizing assignments. WORK PERFORMED:- Assisting all staff via phone, email, and Helpdesk ticketing solution in a courteous and efficient manner. - Maintain helpdesk coverage; user follow-ups; and managing daily tickets assigned.- Maintain advance knowledge of ESD's standardized software applications to assist in problem resolution and needs assessment.- Support end-users with remote access on desktops/laptops and mobile devices across platforms.- Knowledgeable in VDI (Virtual Desktop Infrastructure) - Extensive experience with desktop hardware, software applications, operating systems, and networking connectivity (See Knowledge Required).- Assist end-users in developing working knowledge of systems running on LAN.- Prepare SOPs and user instructions as needed.- Ability to train and conduct new-user orientations on both hardware and software as requested.- Point person for all mobile and wireless devices including set-up, deployment, and user support.- User support and setup of Click Share/laptops for Zoom/WebEx webinars and conferences.- Coordinate onboarding, offboarding, moves and changes with Administrative Services as needed.- Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment; and liaise with third-party support and PC equipment vendors when necessary.- Perform tasks and functions as required by supervisor. - Perform other tasks and services needed by the end-user community, such as lifting, moving, boxing, and unboxing of equipment.- Occasional travel to the various ESD offices may be required.Additional Comments Salary range as specified.Comprehensive Benefits Package.Some positions may require additional credentials or a background check to verify your identity.Name Joyel Abdul - Talent Acquisition SpecialistTelephone N/AFax N/AEmail Address ...@esd.ny.govAddressStreet 655 Third AvenueCity New YorkState NYZip Code 10017Notes on Applying External Candidates: Please attach cover letter and resume. To apply copy & paste URL in browser: Internal Candidates: Please apply through ADP using the Myself/Talent menu and submit your cover letter and resume for considerationWE ARE AN EQUAL OPPORTUNITY EMPLOYER COMMITTED TO DIVERSITY